What users are saying about
12 Ratings
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Top Rated
359 Ratings
12 Ratings
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Score 6.4 out of 100

Totango

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Top Rated
359 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Feature Set Ratings

  • Freshsuccess ranks higher in 2 feature sets: Security, Customer Data Extraction / Integration
  • Totango ranks higher in 2 feature sets: Platform & Infrastructure, Customer Success Management
  • Freshsuccess and Totango are tied in 1 feature set: CSM Reporting & Analytics

Security

10.0

Freshsuccess

100%
8.4

Totango

84%
Freshsuccess ranks higher in 1/1 features

Role-based user permissions

10.0
100%
5 Ratings
8.4
84%
164 Ratings

Platform & Infrastructure

7.1

Freshsuccess

71%
7.8

Totango

78%
Totango ranks higher in 3/4 features

API

7.2
72%
5 Ratings
7.9
79%
132 Ratings

Integration with Salesforce.com

7.2
72%
6 Ratings
7.7
77%
163 Ratings

Integration with Marketo

7.0
70%
1 Rating
7.8
78%
33 Ratings

Integration with Eloqua

7.0
70%
1 Rating
N/A
0 Ratings

Customer Data Extraction / Integration

8.6

Freshsuccess

86%
7.1

Totango

71%
Freshsuccess ranks higher in 2/2 features

Product usage

8.1
81%
6 Ratings
7.4
74%
220 Ratings

Help desk / support tickets

9.1
91%
5 Ratings
6.8
68%
145 Ratings

Customer Success Management

7.1

Freshsuccess

71%
7.6

Totango

76%
Totango ranks higher in 4/7 features

NPS surveys

7.0
70%
2 Ratings
7.8
78%
107 Ratings

Sponsor tracking

7.0
70%
1 Rating
6.1
61%
6 Ratings

Customer profiles

7.1
71%
5 Ratings
8.2
82%
227 Ratings

Automated workflow

8.0
80%
6 Ratings
7.6
76%
217 Ratings

Internal collaboration

5.3
53%
5 Ratings
7.7
77%
204 Ratings

Customer health scoring

8.1
81%
6 Ratings
7.3
73%
229 Ratings

Customer segmentation

7.2
72%
5 Ratings
8.4
84%
220 Ratings

CSM Reporting & Analytics

7.4

Freshsuccess

74%
7.4

Totango

74%
Freshsuccess ranks higher in 2/4 features

Customer health trends

9.1
91%
6 Ratings
7.1
71%
220 Ratings

Engagement analytics

7.0
70%
6 Ratings
7.7
77%
209 Ratings

Revenue forecasting

4.4
44%
4 Ratings
7.3
73%
159 Ratings

Dashboards

9.1
91%
6 Ratings
7.7
77%
215 Ratings

Attribute Ratings

  • Totango is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

6.3

Freshsuccess

63%
6 Ratings
7.9

Totango

79%
237 Ratings

Likelihood to Renew

Freshsuccess

N/A
0 Ratings
8.6

Totango

86%
7 Ratings

Usability

Freshsuccess

N/A
0 Ratings
8.1

Totango

81%
95 Ratings

Availability

Freshsuccess

N/A
0 Ratings
9.7

Totango

97%
4 Ratings

Performance

Freshsuccess

N/A
0 Ratings
8.1

Totango

81%
2 Ratings

Support Rating

Freshsuccess

N/A
0 Ratings
7.9

Totango

79%
94 Ratings

Online Training

Freshsuccess

N/A
0 Ratings
7.0

Totango

70%
1 Rating

Implementation Rating

Freshsuccess

N/A
0 Ratings
10.0

Totango

100%
23 Ratings

Product Scalability

Freshsuccess

N/A
0 Ratings
9.1

Totango

91%
3 Ratings

Likelihood to Recommend

Freshsuccess

Any SaaS company that needs to measure and track the health of client and user accounts will find the data provided by Natero extremely useful. If you have a support team that is tracking tickets, to-do-lists, etc. across different platforms, you'll be happy to know that you can consolidate most of those existing workflows into Natero, making this a single platform for your CES team to keep things running smoothly.
Garrett Genest | TrustRadius Reviewer

Totango

Well suited:
  • For companies with a high on touch customer success model
  • For companies with a fairly well defined post sales customer journey and looking to structure and document it better
  • For companies with necessary development bandwidth
  • For companies looking to proactively support customers
Not-well suited
  • Early stage startups still looking to get to product market fit or with a small customer success set up
  • For companies where the key focus is reactive support. If ticketing is what you need, then look elsewhere.
Anonymous | TrustRadius Reviewer

Pros

Freshsuccess

  • Love the accounts view to see all my accounts, their health and some helpful stats!
  • The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
  • In the account, you can link to other documentation, which is great!
Anonymous | TrustRadius Reviewer

Totango

  • It does NPS surveys well.
  • It does segmented campaigns well as the different activity/engagement filters you can apply to a campaign make it easy to target specific groups in a scaleable way!
  • It provides the ability to store the history of client touchpoints in one place making internal account management transitions much easier.
Anonymous | TrustRadius Reviewer

Cons

Freshsuccess

  • Make set up more self-service. We are changing a lot of systems, and it was challenging to have to coordinate every item with Natero.
  • Automatically triggered emails based on certain usage.
Anonymous | TrustRadius Reviewer

Totango

  • Certain quality of life elements can be improved in some views and features.
  • It's a long shot but more features for prospecting new clients would be welcomed by my team.
  • There's room to improve some of the reporting features for my Senior Leadership Team.
Luke Johnson | TrustRadius Reviewer

Pricing Details

Freshsuccess

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Freshsuccess Editions & Modules

Additional Pricing Details

Totango

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Starting Price

$0

Totango Editions & Modules

Edition
Community Edition$0
Starter$4992
  1. none
  2. per month
Additional Pricing Details

Likelihood to Renew

Freshsuccess

No score
No answers yet
No answers on this topic

Totango

Totango 8.6
Based on 7 answers
I personally believe Totango is the right Customer Success Tool for me, my team, and my organization. I couldn't find limitations until now, it's capabilities are on point and it's very scalable. of course, transitioning to another tool would mean a lot of hours and training, and would expose risks
Alex Sandrea | TrustRadius Reviewer

Usability

Freshsuccess

No score
No answers yet
No answers on this topic

Totango

Totango 8.1
Based on 95 answers
It is easy to use and understand, and simple to follow day to day. Logging notes and tasks is one of the key areas this is utilised along with tracking reports and accessing key data points for conversations with customers which is helpful. Mobile app helps too to access information on the go.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Freshsuccess

No score
No answers yet
No answers on this topic

Totango

Totango 9.7
Based on 4 answers
I have yet to experience any downtime with Totango (knock on wood) so reliability has been really top tier since we were onboarded. Given that the support team has been really helpful so far, I can imagine should downtime every be the case, they'll be able to communicate proactively/effectively on the current state of the platform
Anonymous | TrustRadius Reviewer

Performance

Freshsuccess

No score
No answers yet
No answers on this topic

Totango

Totango 8.1
Based on 2 answers
At times the integration sync can be really slow when it comes to touchpoints. I can't say the same for customer health syncing, but I do tend to notice the lag from email syncing, and in those cases, I will need to refresh the Totango page a couple of times or wait a couple of extra seconds/minutes for it to show up.
Anonymous | TrustRadius Reviewer

Support Rating

Freshsuccess

No score
No answers yet
No answers on this topic

Totango

Totango 7.9
Based on 94 answers
I give Totango a support rating of 10 because I can always get support whenever needed. If its a technical issue, I know I can email their support team for help. If it's a more in depth question with respect to our instance of Totango, I can reach out to our CSM and always get help in a very reasonable amount of time. I always look to Totango as the standard when I think of how to best communicate and support our own customers.
Janet Price | TrustRadius Reviewer

Online Training

Freshsuccess

No score
No answers yet
No answers on this topic

Totango

Totango 7.0
Based on 1 answer
Our CSM did a great job of conducting the training so we understand, at the very least, the functionality that is directly relevant to us. This also allowed us to train our own new team mates when onboarding based on the training flow that was first presented to us. This was also conducted as a interactive sessions, as training are notoriously known to be dry
Anonymous | TrustRadius Reviewer

Implementation Rating

Freshsuccess

No score
No answers yet
No answers on this topic

Totango

Totango 10.0
Based on 23 answers
Totango has been easy for our team to integrate most of our new features into, which is great considering we have to factor in the customers' usage of the new features into all of the health and usage metrics we have. It has taken a while to integrate our second product however, which is why I would rank this a 7.
Sam Rutzick | TrustRadius Reviewer

Alternatives Considered

Freshsuccess

I highly recommend and prefer using Salesforce over Natero. Salesforce allows me to pull in as many fields into a report as I would like, compared to 14 different fields into Natero. I am able to view and make changes to information much quicker than Natero. I like Salesforce much more.
Anonymous | TrustRadius Reviewer

Totango

We only briefly considered Gainsight and other customer success tools, but quickly abandoned those companies because of the hefty price tag. We recognized that this was something we needed, but did not yet have the funding to be able to pay a huge amount of money for the tool. Being able to get our feet wet and adopt Totango for free initially really benefited us. We were able to test things out, learn and make sure that this was something we wanted to use long-term.
Anonymous | TrustRadius Reviewer

Scalability

Freshsuccess

No score
No answers yet
No answers on this topic

Totango

Totango 9.1
Based on 3 answers
Information keeps missing and changing in totango . Because of that there is are lot of problems with it. We need to manually keep the backup in an another file. More over if in case we take the backup its so hard to track since its all in numbers. Totango can be much better if the cloud storage is working fine. My company is planning to discontinue due to this factor
John Abraham | TrustRadius Reviewer

Return on Investment

Freshsuccess

  • Visibility - We can now see in one place the many dimensions of customer health
  • Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
  • Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time
Ewen Fortune | TrustRadius Reviewer

Totango

  • Since using Totango we have seen our engagement numbers go up as we are better able to identify the groups that are struggling.
  • We have also seen an increase in retention as we are more consistent in messaging and not missing any data.
Anonymous | TrustRadius Reviewer

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